Visitor Services Supervisor - 9/11 Memorial : Job Details

JOB TITLE: Visitor ServicesSupervisorDEPARTMENT: Strategy & Operations REPORTS TO: Associate Director of Visitor ServicesCLASSIFICATION: Non-ExemptDATE: April 2025SALARY: $31.25/hr

Note: This position requires a cover letter for consideration. Refer to the “How to Apply” section of the job description for details. Applications without a cover letter will not be considered.

POSITION OVERVIEW

Supervisors are responsible for overseeing the daily operation of the Visitor Services team and ensuring an exceptional experience for staff and visitors. This role involves supervising front-line Associates and Volunteers, managing the daily roster, maintaining visitor areas, and handling visitor inquiries. Supervisors work closely with the Visitor Services Managers and other department leaders to ensure seamless operations across all front-facing spaces.

This is an onsite job with an expectation to work holidays, weekends, and peak visitation days, including the week between Christmas and the New Year.

ESSENTIAL FUNCTIONS

• Supervise a complex and unique workflow inside the Museum and outside on the Memorial in all weather
• Ensure visitor-facing spaces are clean, welcoming, and well-maintained
• Proactively coach and motivate Associates and Volunteers
• Assign posts, manage post rotation, and ensure adequate staffing throughout the day
• Provide outstanding service by resolving escalated inquiries, issues, and special requests in a prompt and professional manner
• Ensure Associates maintain proper decorum, compassion, and accurate information when interacting with visitors
• Communicate any front-of-house resource needs to the Managers
• Follow best practices for accurate cash, voucher, and credit card handling
• Maintain outstanding customer service while enforcing institutional policies and procedures
• Assist with training for all Visitor Services staff
• Accurately operate the POS system and troubleshoot when issues arise
• Prepare, administer and close out all VS cash drawer operations
• Document and report incidents and observations to Management
• Cultivate a strong knowledge of Memorial and Museum content

Supervisors are expected to:

• Work a flexible schedule with nontraditional hours, including holidays and weekends
• Have strong problem-solving abilities and critical thinking skills with the capacity to handle challenging situations with diplomacy
• Maintain a positive, approachable demeanor with a commitment to providing exceptional service
• Have strong organizational skills and attention to detail
• Multitask and work efficiently in a fast-paced and ever-changing environment
• Commit to creating an iterative culture with an eye toward continued progress and betterment
• Wear a Museum-issued uniform
• Stand for long hours
• Be comfortable public speaking, teaching, and leading by example
• Take responsibility and act with authority and accountability
• Adhere to a policy of strict confidentiality in terms of information regarding 9/11 victims, bid documents, security and life safety incidents, and labor relations

REQUIRED SUPPORT FOR ORGANIZATIONAL EVENTS

• Participate in the Annual 5K Fundraiser and September 11th Commemoration.
• Assist with other special projects and events in support of the 9/11 Memorial & Museum mission, as assigned

QUALIFICATIONS/SKILLS REQUIREMENT

• At least threeyears in customer service, preferably within museums or tourism
• Cash handling experience required
• Experience with Gateway ticketing system preferred
• Superior communication, interpersonal, and leadership skills
• Ability to interact well with a wide range of people and personalities of all levels within and outside the Memorial & Museum

HOW TO APPLY

• Include position you are seeking in the email subject field.
• State the location where job posting was seen.

The National September 11 Memorial and Museum (9/11 Memorial & Museum) is an equal opportunity employer. Applicants who meet the qualification requirements of the role will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The National September 11 Memorial & Museum (9/11 Memorial & Museum) is committed to an organizational culture that supports and reinforces our values regarding diversity, equity, inclusion, and accessibility (DEIA). We seek to build a collaborative, open, and equitable space where staff want to be, knowing that their contributions, professional expertise, and distinct voices are valued and respected. We encourage and celebrate an inclusive environment where candor and participation, when it comes to sharing ideas and collaborative problem-solving, are welcomed regardless of one's role at the Museum or background.

Reasonable accommodations may be made to qualified candidates, during the interview process, to enable individuals with disabilities an opportunity to interview.